Hello, We just started using escalation rules to help us stay on top of client emails. If one queue starts to get behind, other agents can jump in and help. However, if an agent locks a ticket, we don’t want it to appear in the list of escalated tickets. So my question - if a ticket is locked, can I prevent it from being escalated?
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
